Methods and systems for obtaining profile information from individuals using automation

• US 8,155,974 B2
• Filed: 06/30/2003
• Issued: 04/10/2012
• Est. Priority Date: 06/30/2003
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Stillman, Scott
• Primary Examiner(s): McCormick, Gabrielle
• Application Number:
  US10/610,045
• Publication Number:
  US 20050014117A1
• Time in Patent Office: 3,207 Days
• Field of Search: 705/1
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 3/42136 Administration or customisation of services
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00

Abstract

Methods and systems obtain profile information from individuals using automation to select and provide the questions that are given to the individual. The answers the individuals provide to the questions can then be used to generate the profile information. Subsequent questions are selected and presented according to analysis of the previous answers. The exchange of the questions and answers occurs over a communications network and may take the form of emails, web page interfaces, wireless data messages, or verbal communication over a voiced call. The answers are analyzed to determine certain characteristics, such as the personality type, mood, and gender of the individual. The subsequent questions are selected based on the characteristics that are found from the answers to facilitate the information exchange between the automated system and the individual.

Claims

1. A method of obtaining individual profile information from an individual during an automated session, the method comprising:

providing a first system utterance to the individual over a network during an automated session associated with a line of questioning for obtaining the individual profile information;

receiving a first user utterance in response to the first system utterance from the individual over the network;

analyzing, via a processor, a temperament, a timing, and a content of the first user utterance to yield an analysis;

detecting a mood of the individual based on the analysis and whether the mood meets a termination criteria;

when the mood meets the termination criteria, terminating the line of questioning, continuing the automated session with the individual, and deferring the obtaining of the individual profile information to a subsequent automated session; and

when the mood does not meet the termination criteria, performing steps comprising;

providing to the individual a second system utterance based on the analysis of the temperament, the content, and timing for the first user utterance, the second system utterance selected from a hierarchy of questions for the line of questioning organized by question content, temperament criteria, and timing criteria;

determining whether the first user utterance addresses information in an individual profile database; and

when the first user utterance adequately addresses the information in the individual profile database, storing the first user utterance in the individual profile database.

2. The method of claim 1, wherein the network comprises a public switched telephone network including a voice services node.

3. The method of claim 2, wherein receiving the first user utterance further comprises:

receiving a verbal user utterance over voice call at the voice services node;

converting the verbal user utterance to user utterance data at the voice services node to yield answer data; and

providing the answer data to a network-based application from the voice services node.

4. The method of claim 3, wherein providing the first system utterance and providing the second system utterance comprises:

providing first system utterance data and second system utterance data to the voice services node; and

converting the first system utterance data and the second system utterance data to first and second verbal utterances at the voice services node.

5. The method of claim 1, wherein the network comprises the Internet and the first system utterance and the second system utterance are included in a web page display on a computer linked to the Internet and wherein the first user utterance is entered as text through the web page display.

6. The method of claim 1, wherein the network comprises the Internet and the first system utterance and the second system utterance are emails received at a computer linked to the Internet and wherein the first user utterance is a reply email sent from the computer.

7. The method of claim 1, further comprising:

receiving a second user utterance in response to the second system utterance from the individual; and

based on an analysis of the second user utterance, selecting and providing a third system utterance to the individual over the network.

8. The method of claim 1, wherein the first system utterance does not inquire directly about personality, and wherein analyzing the first user utterance comprises detecting a personality trait of the individual from a characteristic of the first user utterance to the first system utterance.

9. The method of claim 1, wherein the first system utterance does not inquire directly about gender, and wherein analyzing the first user utterance comprises detecting a gender of the individual from a characteristic of the first user utterance to the first system utterance.

10. The method of claim 1, wherein the providing to the individual the second system utterance further comprises selecting a complexity of the second system utterance based on the mood.

11. A system for obtaining individual profile information from individuals, comprising:

an individual profile database storing profile information for an individual;

a network-based application linked to the individual by a network, wherein the network-based application is configured to perform, during an automated session with the individual, steps comprising;

provide a first system utterance to the individual over the network associated with a line of questioning for obtaining the individual profile information;

receive a first user utterance from the individual over the network;

analyze characteristics of the first user utterance to yield an analysis based on a temperament, a timing, and a content of the first user utterance;

detect a mood of the individual from a characteristic of the first user utterance to the first system utterance based on the analysis and determine whether the mood meets a termination criteria;

when the mood meets the termination criteria, terminate the line of questioning, continue the session with the individual and defer the obtaining of the individual profile information to a subsequent automated session; and

when the mood does not meet the termination criteria, performing steps comprising;

providing a second system utterance to the individual based on the analysis of the temperament, the content, and the timing for the first user utterance, the second system utterance selected from a hierarchy of question options organized by question content, temperament criteria, and timing criteria;

receiving a second user utterance in response to the second system utterance;

determining whether the first user utterance addresses a first category of information in the individual profile database to yield a first determination;

determining, in response to the first determination, a first set of profile information from the first user utterance;

when the first user utterance is adequate and direct, storing the first set of profile information in the individual profile database, and determining if the second user utterance addresses a second category of information in the individual profile database to yield a second determination;

determining, in response to the second determination, a second set of profile information from the second user utterance; and

storing the second set of profile information in the individual profile database.

12. The system of claim 11, wherein the network comprises a public switched telephone network including a voice services node.

13. The system of claim 12, further comprising a voice services node that receives a verbal user utterance over a voiced call with the individual, converts the verbal user utterance to user utterance data, and provides the user utterance data to the network-based application.

14. The system of claim 13, wherein the network-based application provides first system utterance data and second system utterance data to the voice services node and the voice services node converts the first system utterance data and the second system utterance data to a first verbal utterance and a second verbal utterance.

15. The system of claim 11, wherein the network comprises the Internet and the first system utterance and the second system utterance are included in a web page display on a computer linked to the Internet and wherein the first user utterance is entered as text through the web page display.

16. The system of claim 11, wherein the network comprises the Internet and the first system utterance and the second system utterance are emails received at a computer linked to the Internet and wherein the first user utterance is a reply email sent from the computer.

17. The system of claim 11, wherein the network-based application is further configured to:

analyze the second user utterance to select a third system utterance; and

provide the third system utterance to the individual over the network.

18. The system of claim 11, wherein the first system utterance does not inquire directly about personality, and wherein the network-based application analyzes the first user utterance by detecting a personality trait of the individual from a characteristic of the first user utterance to the first system utterance.

19. The system of claim 11, wherein the first system utterance does not inquire directly about gender, and wherein the network-based application analyzes the first user utterance by detecting a gender of the individual from a characteristic of the first user utterance to the first system utterance.

20. The system of claim 11, wherein the network-based application provides the second system utterance by selecting a time within which to present the second system utterance.

21. The system of claim 11, wherein the network-based application selects the second system utterance by selecting a subject matter for the second system utterance.

22. The system of claim 11, wherein the identity of the individual is known by the network-based application, and wherein the network-based application analyzes the first user utterance by comparing the first user utterance to profile information previously stored in the individual profile database.

23. The system of claim 11, wherein the providing to the individual the second system utterance further comprises selecting a complexity of the second system utterance based on the mood.